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| Content Provider | Springer Nature Link |
|---|---|
| Author | Mendes, Carlos Almeida, Mário Mira da Silva, Miguel |
| Copyright Year | 2013 |
| Abstract | The cloud services have offered new possibilities for services fulfilment and although the cloud has been a technology breakthrough, the problems it raises go beyond technical issues. Indeed, the organization-oriented issues related to cloud services are getting more attention and the dialogue is moving away from technical to non-technical issues. Our research deals with the gap between customers’ expectations and the perceived service, a problem that we also found in the cloud services area. We propose to close this gap by formally specifying the customers’ expectations into Service Level Agreements (SLAs) using a process based on the Enterprise Ontology. We have already evaluated this proposal in several contexts (from public city councils to private banks) and in this paper we describe a field study in a cloud services provider. The evaluation was positively carried out by means of interviews, the Four Principles from Österle et al., and the Moody and Shanks Quality Framework. |
| Starting Page | 95 |
| Ending Page | 123 |
| Page Count | 29 |
| File Format | |
| ISSN | 20930720 |
| Journal | Journal of Service Science Research |
| Volume Number | 5 |
| Issue Number | 2 |
| e-ISSN | 20930739 |
| Language | English |
| Publisher | The Society of Service Science |
| Publisher Date | 2013-12-31 |
| Publisher Place | Heidelberg |
| Access Restriction | Subscribed |
| Subject Keyword | Enterprise Ontology DEMO Service Quality Customers’ Expectations Cloud Services Business/Management Science Management/Business for Professionals Industrial Organization Software Engineering/Programming and Operating Systems Engineering Economics, Organization, Logistics, Marketing |
| Content Type | Text |
| Resource Type | Article |
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